Southwest Airlines Part II 44 unread replies.44 replies. The following questions

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Southwest Airlines Part II

44 unread replies.44 replies.

The following questions pertain to the Ten Southwest Practices for Building High Performance Relationships. With regard to questions 1 - 4 please explain what they mean to you within a service management focused organization.

1. "Lead with Credibility and Caring"?

2. "Invest in Frontline Leadership"?

3. "Hire and Train for Relational Competence" ? .

4. "Use Conflicts to Build Relationships"?

For number 5 and 6 best practices, answer them as instructed below:

5. "Bridge the Work/ Family Divide" (for this particular practice, it might be interesting to share a personal experience, about your own family and how it was affected by an organization that did/did not successfully bridge the work/family divide in your opinion.)

6. "Create Boundary Spanners"
Share an example of how these practices were used successfully in a workplace present or past. Or, share an example of how each practice was not embraced by an organization, and the affect that it had on the organization's performance and delivery of a product or service.

Explanation / Answer

Service management -Product are broadly grouped in two major heads one is goods & other is service. Goods are tangible , storable where as services are non tangible and highly perishable. But technically services & goods are inseparable. No service exist without support of hardware or physical elements.

Regarding service management as here are two limitation as time limit and as services are non tangible certain emotional attachment play important role which attach with the feelings of person & his level of satisfaction.

''Lead with credibility and caring " - Trust is heart for doing any task, distrusted task seems mechanical in nature, but when dealing with feelings of customer it require utmost caring and full trust, moments customer observe matter is going on mechanically without feelings attach to it, its seems & feal without any care. In hospitality industry approach to customer heart feeling is of utmost important its just like knowing pulse of service business.

"Invest in front line leadership"- customer are unknown about proper solution for his requirement. Also he is unknown that, about you are service provider for him. But being servicing person its part of servicing persons duty to expose properly to potential customer and making them aware about service persons, that they are there to care them and solve there purpose.

"Hire and Train For Relational Competence"- In service industry its not like assembling hardware, its like installing software and provide trainings to run thant software so that same can be interface for two individual elements. With this analogy, If deploying new employee or wants to develop new customer in that case training or grooming is integral part which shape his chaos to proper direction. As new customer never trust till his experience, and he can not trust until he got experience. To remove such interlock situation it require promotional approach in case of customer & grooming in case of new employee.

"Use Conflict to Built Relationship"-There may be number of reason behind conflict, when customers expectation are different than whatever service get provided by service provider is major cause of conflict. Also numbers of time customer expect impossible or complimentary services. Here customer wants to built up negative reputation of firm when he get dissatisfied. Here service provider can eliminate conflict develop by customer by making him aware about facts instate of insist to undue demands. Moment service provider get successful to remove unwanted expectation and customer accept that he was in unwanted expectation. Then customer turns such energy to develop positive relation. Hence in service industry conflict are treated as scope for developing relationship.

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